Head of Contract Performance and Client Strategy
FULL TIME - 40 HOURS
Salary: Up to £90,000 (subject to knowledge and experience)
Location: Whiteley, Hampshire, with travel across Corrigenda offices and client locations as required
Reporting to: Chief Executive Officer
Direct Reports: Account Managers
About Corrigenda Ltd
Corrigenda is a trusted provider of facilities management and building maintenance services across the South of England. With a strong reputation for reliability, quality and personal service, we have proudly supported public and private sector clients for over two decades.
As part of the Apleona Group, a leading European real estate and facility management organisation, we combine local expertise with the strength and innovation of a major international group. This partnership enhances our ability to deliver smarter, more sustainable solutions while staying true to our core values of professionalism, respect and long-term commitment.
Joining Corrigenda means becoming part of a team that values technical expertise, invests in its people and looks ahead to a progressive and innovative future in facilities management.
Job Summary
The Head of Contract Performance & Client Strategy is a senior leadership role responsible for leading Corrigenda's Account Management function and driving strong commercial, contractual, client and service performance across the contract portfolio.
Working closely with the CEO and Senior Leadership Team (SLT), the role will ensure Account Managers take clear ownership of their allocated accounts, supported by robust governance, strong commercial control and progressive client relationships.
The successful candidate will combine strong portfolio leadership with excellent client, commercial and contractual awareness. They will be confident challenging performance, negotiating with senior clients, developing Account Managers and ensuring risks and recovery actions are actively managed at the appropriate level.
A key focus will be strengthening contract performance, client strategy and consistent account governance, providing clear visibility of profitability, forecasting, WIP, applications, service performance, client health, risk and opportunity.
This is a strategic leadership role rather than a day-to-day account management position. Account Managers retain ownership of their individual accounts, while the postholder provides leadership, challenge, governance, development and senior intervention where required.
Key Responsibilities include (but not limited to)
Contract Performance & Commercial Governance
- Lead performance across Corrigenda's contract portfolio and hold Account Managers accountable for the commercial, contractual, client and service performance of their accounts.
- Work with Finance, Commercial and Operations to maintain clear contract-specific P&Ls and visibility of revenue, cost, margin, profitability and forecast position.
- Maintain senior oversight of WIP, applications, invoicing, aged debt, cash conversion, variations and other material commercial matters.
- Challenge underperformance, margin leakage, unrecovered costs, poor forecast accuracy and unbilled activity, ensuring effective account-level recovery plans are implemented.
- Ensure Account Managers understand their contractual obligations, key risks, pricing mechanisms and commercial responsibilities.
- Lead or support significant negotiations relating to pricing, variations, scope changes, extensions, renewals and commercial arrangements.
- Provide the CEO and SLT with clear visibility of portfolio performance, material risks, client health and opportunities.
Client Strategy, Retention & Growth
- Lead Corrigenda's approach to strategic client management and ensure key accounts have clear client strategies and structured account plans.
- Build strong relationships with senior client stakeholders and act as an escalation point for significant client, commercial or performance matters.
- Understand client health, future priorities and procurement intentions and identify early indicators of dissatisfaction or retention risk.
- Support Account Managers in complex client situations while ensuring they retain ownership of their account relationships.
- Develop strategies for client retention, contract renewal and sustainable organic growth within existing accounts.
- Work with Business Development on renewals, re-procurement, bids and opportunities to broaden services appropriately.
- Promote improvement, innovation, technology and better use of data where these can deliver measurable client or commercial benefit.
Leadership & Governance
- Lead, coach and develop Corrigenda's Account Managers, setting clear objectives, responsibilities and performance expectations.
- Ensure Account Managers retain ownership of overall account outcomes, including where delivery activity sits within separate functional reporting lines.
- Coach managers to identify underperformance, agree recovery actions with the relevant functional leads, monitor progress and escalate appropriately.
- Establish consistent contract reviews, KPIs, management information and governance arrangements across the portfolio.
- Chair senior performance reviews focused on exceptions, trends, risks and strategic actions rather than routine operational updates.
- Develop the team's commercial, contractual, client-management, analytical and matrix-leadership capability.
Matrix & Business Leadership
- Work collaboratively across Technical Services, Finance, Commercial, Operations, Business Development, SHEQ, Projects, HR and other support functions.
- Work in close partnership with the Head of Technical Services, recognising that technical governance, competence, assurance and technical line management remain within Technical Services.
- Where technical delivery affects contract or client performance, ensure the relevant Account Manager has effective recovery actions in place with the appropriate TSMs or functional leads and provide senior escalation where required.
- Identify cross-business issues affecting multiple accounts and lead or sponsor improvements to address root causes.
- Support mobilisations, new opportunities and business planning with appropriate client, commercial and contract-performance challenge.
- Promote sustainable and profitable growth across Corrigenda's contract portfolio.
Person Profile
The successful candidate will have:
- Significant senior-level experience within Facilities Management, building maintenance, engineering services or a similar contract-led environment.
- Strong experience leading contract or account performance across a portfolio of substantial contracts.
- Excellent commercial and contractual awareness, with strong experience of P&Ls, revenue, margin, forecasting, WIP, applications and cost control.
- Experience of interpreting contractual terms and understanding their commercial implications; NEC and/or JCT experience would be advantageous.
- Strong negotiation and influencing skills, with the confidence to challenge senior clients and internal stakeholders.
- A strong track record of senior client management, retention and managing difficult or challenging situations.
- Experience identifying underperforming contracts and driving recovery and measurable improvement.
- Strong leadership experience, ideally leading Account Managers or equivalent contract leaders.
- Experience operating effectively within a matrix organisation and influencing functions outside the direct reporting line.
- Strong analytical skills and the ability to identify commercial, contractual, client and service risk and opportunity.
- The credibility and confidence to work effectively with the CEO, SLT and senior client stakeholders.
- A strategic, collaborative, organised and results-focused approach.
- Full UK driving licence and willingness to travel as required.
Key Measures of Success
- Portfolio contract profitability, margin performance and forecast accuracy.
- Clear and effective contract-specific P&Ls and commercial controls.
- Reduction in aged WIP, commercial leakage and unrecovered costs.
- Accurate and timely client applications and effective cash conversion.
- Client satisfaction, relationship health, retention and contract renewal.
- Strong strategic account plans and sustainable organic growth.
- Effective management of contractual, commercial and client risk.
- Strong and consistent contract governance across the portfolio.
- Performance, accountability and development of Account Managers.
Benefit Package
· Competitive Salary.
· Annual Salary Review.
· 35 days holiday inclusive of bank holidays.
· Company Vehicle.
· Company Mobile.
· Private Medical Insurance following successful completion of the probationary period.
· Extensive learning and development opportunities, including opportunities for progression.
· Employee Assistance Programme - Offering guidance and advice on Personal, Health, Legal and Financial queries.
· Bupa Cashplan - benefits covered include dental, optical, physiotherapy and a health & wellbeing.
· Enhanced Pension Scheme.
· Refer a friend reward scheme - worth £750 per referral.
Corrigenda is proud to be an equal opportunities employer. We are committed to creating an inclusive workplace, fair treatment and a culture that values collaboration, growth and opportunity for all.
Join us to be part of a diverse workforce that values collaboration, growth, and opportunity for all.
Due to the volume of applications, we receive, please be aware that if you do not hear from us within 2 weeks, your application would have been unsuccessful.
Pay: Up to £90,000.00 per year
Benefits:
- Company car
- Company pension
- Health & wellbeing programme
- Private medical insurance
- Referral programme
Work Location: In person
